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Kudos0

Live update using 100%CPU.

Each time i try to run live update my laptops download and install the updates but the process fails to finish, the install just keeps running.

On checking the CPU use through the task manager, both laptops are running at 100%

I have cancelled the process and retried but the same happens again.

I uninstalled the whole installation on one of the laptops and fully reinstalled, but am back to the same point again.

Any ideas, other than waiting for many hours?

Respostas

Kudos0

Re: Live update using 100%CPU.

Hi,

can you please tell us the exact name and version of your Norton product, and also your Windows versions?
1. Open the main window
2. Click on Help
3. Click on About

4. On the About window find the version number (it will look like this: 22.9.0.71)

Thanks!

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Accepted Solution
Kudos0

Re: Live update using 100%CPU.

Norton internet security 22.9.0.71

Running windows 7 ultimate.

Kudos0

Re: Live update using 100%CPU.

Did you use the Norton Removal and Reinstall Tool when you uninstalled the program?

If no, at first I would suggest to try that: https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Live update using 100%CPU.

Yes i did.

The one i fully uninstalled is stuck at installing 13 of 13 updates.

The other is stuck at 5 of 5.

Kudos0

Re: Live update using 100%CPU.

And how long do you wait for the last update to complete? The last update does seem to take some time to complete. It is my thought that it is not just the last update, but all the cleanup from the update process that is being done before you get the completion notice.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Live update using 100%CPU.

Well its been running for about 5 hours now and its still going.

The screens have not frozen, they are running.

I have had an issue in the last two days where all the logos and images on the home page have vanished, such as the image of the "you are protected" logo, the green tv screen, the performance dial, the outline of a person etc.

Even the cross in the top right corner vanished, so i could close the programme.

All the issues were solved with an uninstall and reinstall and were running fine again, until this update issue.

I know its not an issue at my end as its now happening on my third laptop.

Kudos0

Re: Live update using 100%CPU.

Can you please try this workourund:

1. Download latest Norton Internet Secutiry installer from www.norton.com/latestnis
2. Download Norton Removal Tool: www.norton.com/nrt
3. Disconnect from internet
4. Remove Norton Internet Security from Start Menu or from Control Panel -> Add or Remove programs
5. Reboot
6. Run the Norton Removal Tool, reboot (repeat it 2-3 times)
7. Install Norton Internet Security with the previously downloaded installer
8. Reconnect to the internet
9. Login into your account
10. Run Live Update until you get no new updates


Let us know the results.

Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Live update using 100%CPU.

Still having these issues.

After following the advice above, both laptops are still running at 100% cpu to both install live updates or do a scan of any kind.

I have run memory diagnostics on my device, no issues found.

I have run malware bytes, no issues.

I have run power eraser, no issues.

Kudos0

Re: Live update using 100%CPU.

You say the laptops are running at 100%CPU in Task manager. What specific processes are taking the most CPU time? I had a similar issue that turned out to be a graphics driver issue.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Live update using 100%CPU.

Only norton uses 100% cpu when trying to download live updates or run a scan.

Every other program runs fine.

I have run malware bytes, windows update, mp4 files, music files etc, all barely hit 50% cpu use.

Something within norton is causing the high cpu use.

The same thing is happening on two completely different laptops, it would be a very big coincidence if both had graphics driver issues at the same time.

Kudos0

Re: Live update using 100%CPU.

Do you mean the CPU only goes to 100% when you use Norton? Which specific process is using the most CPU when you see the 100% use?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Live update using 100%CPU.

I have the same issue.  When I run the Windows process explorer, it shows three threads taking up 70% of the CPU: They all have start addresses of '!RtlserThreadStart' and large context switching deltas (800-5000 whereas all the others have deltas of  1 or 2). My NIS is 14.11.9 (built Mon May 08 14:25:14 2017).  There is a second NIS process that has lots of threads but all under 1% of the CPU.  I don't know if this helps

Kudos0

Re: Live update using 100%CPU.

What CPU do you have in your PC? (processor from 'system' control panel would do)
https://www.computerhope.com/issues/ch000046.htm

What's the longest you've let it run?

Also when you say '14.11.9' where are you seeing that? I'm not sure if you are seeing a date or a version number, but either way it doesn't seem to be very recent.

Kudos0

Re: Live update using 100%CPU.

Intel Pentium G3220 3.00 GHz x64 16GB Ram

The 14.1.1.9 was obtained by running the windows process explorer, and opening the propertiesfor nis.exe. The image path was C:\Program Files (x86)\Norton Internet Security\Engine\22.9.4.8\nis.exe and open the properties, that is listed as the file version.

The version of Norton (from the app & feature window) is 22.9.4.8 installation date listed 7/5/2015.  The build time is listed as 5/8/2017 14:25:14

FYI, I could not stop liveupdate with the task manager so I completely shut down my computer.  Coming back up, it needed to do a disk fix on C:, the came up okay.  I ran liveupdate again, it downloaded one installed and finished normally and was no longer hogging the CPU. I ran liveupdate today with no problems (nothing downloaded or installed, however)

Kudos0

Re: Live update using 100%CPU.

That CPU isn't horribly slow at all, so that's not it (I was looking for maybe an 1GHz atom based CPU)

I do see that version number now, must be an internal component version number.

I see I hadn't noticed that the newer ProcessExplorer pulls the compile date out of the exe file.

So chkdsk ran at start up to fix filesystem corruption... I wonder where that came from... I corrupt filesystem can cause all kinds of weird stuff to happen, did you have a bad shutdown recently (power outage, had to hold in power to shut down, or unplugged)?

If you want there is a way to check the hard drive's opinion of its current state (good, bad but 'ok', or broken). Usually drives don't complain until they have major problems, and sometimes the computer will ignore the complaint by default. It's probably not your issue, but it doesn't take much work to check. Let me know and I will post more info.

Kudos0

Re: Live update using 100%CPU.

I would be glad to check my drives.  Regarding bad shutdowns: I had completely shutdown the system to get it to quit LU so I assumed that it might have happened there but, if that was the case, it would not have caused LU to act up.  After the disk check, a subsequent LU ran fine and terminated normally.  I don't remember any bad shutdowns, certainly no power outages, although there could always have been a flicker at night when I would not have noticed.

Regardless, everything is running find currently. 

Kudos0

Re: Live update using 100%CPU.

A handy hard drive tool:

http://sourceforge.net/projects/gsmartcontrol/files/1.0.1/gsmartcontrol-1.0.1-2-win32.exe/download
Background info:
http://gsmartcontrol.sourceforge.net/home/index.php
http://gsmartcontrol.sourceforge.net/home/index.php/Downloads

Attach the log from that tool, or a screenshot of the attributes tab. There are more detailed logs from that tool, but they are harder to get to.

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